Truist Jeopardy

Authentication

100

What is a non screen pop

Where the client did not authenticate through the IVR

200

What is the required greeting for all calls? (excluding callbacks)

"Welcome to BB&T now Truist, this is [name], how may I help you?"

300

What is the Callback Required Scripting in its entirety?

Hello this is _____ from BB&T now Truist, we received a request for a callback, did you request this call?

• IF YES, proceed: “May I speak with ______? Before we begin I want to let you know this call is being monitored and recorded for quality purposes. How may I assist you today?"
• IF NO, teammate will apologize and disconnect call, placing CIF Comment as "Returned IVR Callback, unable to identify who requested the call"

400

What is needed to full authenticate a Callback?

Verifying phone number, address, or User ID and one verification question.

500

What are ALL the ways that can be used to search an account that came through as a non screen pop?

General Services

1. Ask for Client’s name (prefix/suffix not required)
2. Search by ONE of the following:

• Social Security Number
• User ID and last 4 digits of SSN
• Full Account Number and last 4 of SSN (Debit Card number may be used if the client does not have their account number)

Exception:  If client is unable to provide one of the above it is acceptable to search by Name (narrow name search by adding zip code) and obtain the last four digits of the client’s SSN.  If client does not have an SSN, it is acceptable to ask Name and obtain Account Number or User ID to replace the SSN.

Authen2

100

What is Lexis Nexis generally used for?

High Risk request

200

What is needed if the client wants to change their phone number on file?

Pass Phone finder and successfully verify the code

300

For Screen pops and Callbacks how many verification questions are needed?

Ask one (1) question from Approved Authentication Question List

400

In all client interactions during which you engage in a product/solution discussion for Retail or Small Business Deposit or Loan products with a client or prospect, What is the disclosure that you have to provide?

While BB&T and SunTrust have merged to become Truist, both institutions will continue to offer independent product lines for a period of time. This may include differing underwriting guidelines, product features, terms, fees, and pricing. You can learn more about SunTrust products at a local SunTrust branch, by visiting SunTrust.com, or by calling 800-SUNTRUST.

500

When should the Recorded Call disclosure be provided?

RECORDED CALL DISCLOSURE (Outbound Calls to include calling back the client when the call is disconnected and each time the phone is passed to another person):

SPADES

100

How many NICE calls were pulled for the month of July

3 nice Calls

200

What is OUR teams PQ goal?

100%

300

What is the name of the new form that has to be submitted each day?

Exception LOG

400

What is the SPADES ADH (Adherence) Team goal?

98% or more

500

What is the AHT TEAM GOAL for the SPADES?

270-325 seconds

RANDOMS

100

What does RCM stand for?

Retail Contact Management

200

What is RCM used for?

• Client Central’s Retail Contact Management (RCM) tool is used by Contact Center teammates to refer clients to other line of business IRM partners for assistance with specific products.

300

What department handles RCM'S?

Solutions Delivery

400

Who is the Manager of the Solutions Delivery department?

Lynada Martin

500

How many teammates are on TEAM OWENS? (as of today)

18

ARE YOU SERIOUS

100

What color is the Truist logo

Purple

200

We had ONE teammate that received all 100's this month for Experience? Who was it?

Christina Cockrell (CONGRATS) !!!!!!!

300

Name all the STM's working today?

Bobby Vereen Dawn Quashie  Jazmin Ramirez

Jeff Hunter Page Williams Tuesday Wright

400

Which Teammate had a 100 on her PQ for this month?

Liz Baires ( NICE JOB)

500

What is the name of our new Contact Center Manager?

( the new OZZIE)

Christopher Adams (he will be onsite next week)